Senior Manager, Contact Center
Warner Bros. Entertainment Group
Burbank, CAThis was removed by the employer on 6/22/2016 10:27:00 AM PST
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Full Time Job
Senior Manager, Contact Center (HR Operations)
SUMMARY OF POSITION
Warner Bros. Global Business Services (HR Shared Services) seeks an experienced professional to lead our employee Contact Center to help drive excellence in customer service. The Senior Manager will oversee all of the Contact Center's resources, including people, tools and technologies. The Senior Manager must be experienced in developing and managing teams, process review/design/improvement, leveraging data and metrics to report and improve upon service levels, and partnering with internal stakeholders.
JOB RESPONSIBILITIES
• Oversee and lead the development, training, and performance management of all Contact Center personnel, working closely with the Contact Center Supervisor in maximizing output of the team and ensuring high levels of customer satisfaction.
• Evaluates and reports on key service level metrics/analytics and customer feedback to help drive process improvements, focus on efficiencies, and support a high performing Contact Center.
• Collaborates with key internal (e.g., GBSI management) and external partners at the company, to help identify opportunities for process improvements, policy changes, and trend analyses surrounding HR and employee transactions at the Contact Center.
• Develops and implements standard processes and protocols for the Contact Center to help ensure a consistent employee/customer experience. Continually monitors and reviews processes for feedback and identify improvement opportunities.
• Serves as escalation point for the Contact Center to directly liaise with Senior Management and internal stakeholders as required.
JOB REQUIREMENTS
• College degree or equivalent experience required.
• Minimum 5-7 years of Call Center experience.
• Previous experience in HR, payroll, or benefits administration is a plus.
• Experience working with and management of a team is required.
• Experience in working with internal and external partners on projects (e.g., technology implementation).
• Metrics/data experience – operational reporting and analytical skills required.
• Project management experience preferred.
• Experience in continuous improvement; seeking ways to improve customer service and increase efficiency of processes.
• Perform complex analysis on issues related to payroll, benefits, and HR.
• A focus on customer service and ability to drive for customer satisfaction – actively seeking customer feedback.
• Confident and effective in oral and written communication.
• Excellent interpersonal, coaching, and influencing skills – ability to motivate others to achieve performance goals.
• Workday experience is a plus.
• Experienced in call center technologies (e.g., Remedy).
The Warner Bros. Entertainment Group of Companies is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation or any other category protected by law.